An Empirical Study of the Impact of IT Intensity and Organizational Absorptive Capacity on Customer Relationship Management Performance
نویسندگان
چکیده
In recent years, e-Business has emerged as a mainstream business practice. Engaged in highlycompetitive Internet -enabled markets, many business organizations have turned to customer relationship management (CRM), a computer -based information system that allows them to gain greater insight into their customers’ needs, to gain a competitive advantage. Consequently, CRM has risen to become a key ebusiness issue. Yet, many critical organizational factors underlie the success and performance of CRM. This study examines the impact of information technology (IT) intensity and organizational absorptive cap acity on CRM practices and performance, and presents a research model. Data collected through a survey of Taiwan financial service institutions suggest that CRM practices mediate the effects of IT intensity and organizational absorptive capacity on CRM performance.
منابع مشابه
An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance
In recent years, e-business has emerged as a mainstream business practice for engaging in global markets. To gain a competitive advantage in these highly competitive markets, many business organizations have turned to customer relationship management (CRM), an integrated system that draws upon the strengths of IT, to allow them to gain greater insights into their customers’ needs. This study ex...
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